ADT 2012 Annual Report Download - page 5

A RELENTLESS FOCUS ON OUR CUSTOMERS
Creating exceptional customer experiences at ADT
requires delivering best-in-class security systems with
innovative technology, backed by service customers
know they can trust.
Two years ago, we achieved an industry rst by integrat-
ing home automation features with electronic security
systems and bringing them to the mass market nation-
wide through ADT Pulse. Today, Pulse customers use
ADT to monitor and manage their premises from their
smartphones and laptops—looking in on live video
feeds, adjusting thermostats, locking and unlocking
doors, turning on or off lights and even controlling basic
home appliances. As an industry leader, we must keep
pace with the evolving consumer technology landscape
and continue to develop next-generation systems for
homes and businesses. This requires us to strengthen
our already compelling value proposition; offer options to
personalize our systems and services to each custom-
er’s needs; and design intuitive products and services
that are easy and fun to interact with.
Through ADT Pulse, we will broaden our service offerings,
move further into energy management and, ultimately,
integrate with entertainment and home healthcare solu-
tions. While many companies will compete to become
the integrated provider of services for a connected home,
ADT already possesses several advantages in accom-
plishing this: a connection with devices and equipment
already in many homes, an open architecture software
platform that lets us continually introduce new features
and devices, an expanding network of partners and our
trusted reputation for service.
As an independent company, we have dedicated our-
selves to enhancing this level of service even further.
Customer decisions today, particularly in the security
marketplace, often come down to which company
customers feel they can depend on. That’s why our
new aspiration at ADT is to earn the lifelong trust of
our customers every day by helping them protect and
connect to what matters most: their families, homes
and businesses. I’ve challenged every ADT team member
to work toward that goal in everything they do.
THE PASSION AND EXPERTISE
OF OUR TEAM MEMBERS
I spent a lot of time in the eld in 2012 getting to know
our frontline team members across North America. I
heard their perspectives on customer experience and
ADT’s future. What struck me was the incredible passion
and expertise they possess. They average eight years
of tenure. Our service technicians average 13 years of
experience at ADT. At nearly every town hall meeting, I
met at least one 30-year-plus ADT veteran. Our people
and our culture are our greatest assets and represent a
signicant competitive advantage in an industry where
new players often have just months or a few years of
security industry experience.
In scal 2012, I had the honor of presenting my rst
ADT LifeSaver Award, which recognizes a team member
who helped save the life of a customer. The customer
in this case was a nurse from Minnesota named
Kelly Provost, who told the story of how her furnace
exploded one afternoon just as she was stepping out
of the shower, sparking a re and sending thick smoke
through the house. Kelly credits ADT’s quick response
in helping save her and her son’s lives, as well as their
many family pets. These are the moments when I am
most proud to lead this great company.
As I look ahead to my rst full year as ADT’s CEO, I will
continue to focus on what matters most to our stake-
holders. Tremendous opportunities lie ahead in 2013.
I am grateful for your support as we forge ahead.
Regards,
NarenGursahaney
Chief Executive Ofcer
The ADT Corporation
ADT 2012 ANNUAL REPORT 3